A recent study from Escalent named PPL Electric Utilities one of the most trusted utility brands in the country and the best among electricity-only utilities in the eastern United States, PPL said Monday.
“Our goal at PPL Electric Utilities is to earn and sustain the trust of our 1.4 million customers,” PPL Electric Utilities President Greg Dudkin said. “We’re excited to receive this award because it recognizes our collective efforts to provide the top-tier reliability and service our customers deserve.”
The 2019 Cogent Syndicated Utility Trusted Brand & Customer Engagement Residential Report noted that customers increasingly rely on utilities to deliver energy innovation. Among the six components in the Brand Trust index, Escalent, a human behavior and analytics firm, said that community support and communications effectiveness showed the largest overall gains across the utility industry.
“The nation’s best utilities are trusted energy advisers whose consumers value their opinions and recommendations,” Chris Oberle, senior vice president at Escalent, said. “Industry regulators who are looking to shape the future of energy need to encourage the utilities they regulate to focus on building brand trust. Otherwise, our research finds that innovations in clean energy, EV expansion, consumption management, and digital services are going to languish on low consumer demand for utility-developed offerings.”
more than 62,000 residential electric, natural gas and combination electric/natural gas customers of the 140 largest U.S. utility companies participated in the latest Cogent survey.
PPL noted that it has consistently ranked as the best electric-only utility in the East in prior Cogent brand trust and customer engagement studies.
In June, PPL won the J.D. Power Award for residential customer satisfaction among large utilities in the East region for the eighth year in a row.